Level 2 Award in Customer Service

This qualification has been designed for delivery to any learner working or preparing to work in a customer service role, whether this be face to face or via the telephone. The qualification covers the principles of customer service including how to meet customer expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers. The course duration is 1 day. 
Candidates will learn:

Understand the principles of customer service 

  • Identify the purpose of customer service
  • Describe how customer service affects the success of an organisation
  • Identify the different types of customers an organisation may havePicture1123
  • Identify the range of customer needs
  • Describe how effective teamwork impacts on customer service

Understand how customer needs and expectations are formed 

  • Describe the purpose of an organisations service offer
  • Describe how customer expectations are formed
  • Describe the relationship between customer expectations and customer satisfaction
  • Identify why it is important to ensure effective customer relationships are maintained
  • Identify methods of obtaining customer feedback and why this is important

Know the interpersonal skills and appropriate behaviour required in the customer service environment 

  • Identify different methods of communication
  • Describe the range of interpersonal skills required for effective customer service
  • Explain how non-verbal communication of the service deliverer can affect the behaviour of the customer
  • Describe how personal presentation, approach and attitude will influence the perception of the service delivered
  • Describe the appropriate behaviour and customer service skills required when using the telephone
  • Explain why it is important to ensure that the customer is informed and reassured at all stages

Understand the principles of responding to customers’ problems or complaints 

  • Identify common causes of customer problems and complaints
  • Describe the importance of adapting methods of communication and behaviour to meet the individual needs of customers
  • Describe ways of handling difficult customer situations
  • Explain the importance of responding to customer service issues promptly
Group bookings are available at a discounted price. Private courses can be held onsite at your place of work or in our training facility, whichever is most convenient for yourself. 
Contact us for more information or to book a place on the course.